Q – I had a couple questions about this SLA. Seems like at one point there were discussions about offering up VMs through LoboCloud with standard configurations. For Example, Server 2012 R2 VM with SQL Server preinstalled and appropriate firewall rules in place. Is that still the direction UNM IT is looking at going? Would that fall under the LoboCloud SLA or the Database Hosting SLA? As Rooney mentioned if this is going to be a hosted VM then it sounds like some sort of tie in with the LoboCloud/Virtual Hosting SLA is needed.
A – Yes, that is the direction UNM IT will be pursuing. We do not currently offer a VM with a standard database installed through LoboCloud but plan to do so in the future. At this time, when we deliver a hosted database solution on a hosted VM, both SLAs apply.
Q – I disagree that supported versions of the DBMS’s should not be in the Service Catalog, when reviewing vendor solutions departments need to be able to see what versions of DBMS’s are supported in UNM’s infrastructure. This should be tracked in the Service Catalog and even potentially this SLA. UNM as a customer of these services needs to agree that the versions of DBMS’s UNM IT is supporting meet the business requirements of the University.
A – We are currently committed to support those database versions that are actively supported by the vendor. I agree that it will be helpful for departments to be able to easily find that information. We will update the Service Catalog and include a link to the vendor support list – that will be the most accurate place for departments to check.
A – 2.1.1 Assuming this is talking about the supported DBMS’s, shouldn’t UNM IT Security already know about security gaps identified by the vendor? Or is this talking about the actual application that the Database is supporting?
A – You are correct – this specifically refers to security gaps or risks for the application(s) using the database.
Q – 5.2 Exceptions to service request response times should be explicitly defined. “Week before Fall semester starts” etc. Different UNM Departments may have different business needs.
A – I will follow up on this question.
Thank you for the questions and the feedback
- This reply was modified 8 years, 4 months ago by loritaf.